Executive - Returns Operations

About Jeebly

Jeebly is a fast-growing last-mile logistics company powering delivery excellence for leading brands across the GCC. With a strong presence in e-commerce, hyperlocal delivery, micro-fulfilment and tech-enabled logistics, Jeebly is on a mission to redefine speed, customer experience and business scalability.

Role Summary

The Returns Operations Executive owns day-to-day visibility and control of e-commerce return shipments. You will track returns end to end, investigate exceptions, protect client SLAs, reconcile processed returns across systems, and validate and contest penalties at shipment level. The role is the link between hub operations, internal teams, and clients, and it turns shipment data into corrective action.

Key Responsibilities

Tracking and Monitoring

• Monitor daily return shipment volumes and processing status across hubs and partners.
• Maintain real-time visibility of pending, delayed, and aged returns, and escalate them before they breach.

Exception Investigation

• Investigate delayed, pending, failed, or incorrectly processed returns and identify the root cause (e.g., scan gaps, misrouting, hub delays, system errors, incorrect status updates).
• Coordinate with hub and operations teams to close open cases within agreed timelines.

SLA Management

• Track performance against client-committed SLAs for return pickup, transit, and processing.
• Flag at-risk shipments and potential breaches proactively, with clear recommended actions.

Reconciliation

• Reconcile processed returns across operational records, system data, and client reports on a regular cadence.
• Identify and resolve mismatches in volume, status, and timestamps.

Penalty Review and Dispute

• Review penalties applied to individual return shipments and validate whether they are operationally justified.
• Examine shipment history, scans, timestamps, attempt details, and supporting evidence for disputed cases.
• Prepare evidence packs and documentation to contest invalid penalties with the relevant internal and client teams, and follow up to closure.

Reporting and Trackers

• Maintain daily and weekly trackers covering return volumes, SLA performance, pending cases, reconciliations, and penalties.
• Prepare concise performance summaries and reports for management review.

Continuous Improvement

• Identify recurring issues by hub, client, or process stage, and support corrective and preventive actions to reduce SLA failures and penalties.

Requirements:
1-2 years of E- Commerce Experience

Any Graduate

Basic understanding of ecommerce operations